Single Record Producer to create either Incident or RITM based on user selection in the form

[sathish639]

Hi,

We have a requirement to create a single record producer from which it should create either an Incident or a RITM based on the variables selected by the user in the user facing form. Please let me know how to do it.

Any quick help is much appreciated as we have a very tight deadline. Thanks a lot in advance!

[Mark Roethof]

Setting up a table for just this sounds a bit much. And indeed, consider licensing! Changing roles / ACL's / adding tables > All could impact licensing. So always double-check with your account manager.

Personally, I would not go this way. Just challenge the requirement and explain the out-of-the-box possibilities, explain the consequences of going for such heavy customization. Also setting such a thing up would cost you hours or days, while setting up 1 record producer and 1 catalog item could be just minutes depending on how clear the requirements are.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Sanket Khabiya]

Hi,

Below links might help to get your answer:

https://community.servicenow.com/community?id=community_question&sys_id=86ec0f29db9cdbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=c17ab589db64df803882fb651f96...

Regards,

SAnket

[sathish639]

I already had look at these earlier. Thanks anyway Sanket! 

[Mandeep Karan]

Hi Sathish,

Try to create a record producer on task table and have field on record producer which could store the type(incident,request). so in the script section of record producer you can add this line to determine the task type.

if(producer.task_type == 'request')

       current.sys_class_name=='sc_request';

else

       current.sys_class_name=='incident';

[Mandeep Karan]

Is this resolved? have you tried the above approach?

If it resolves your issue please mark the answer as correct and helpful.

Regards,

Mandeep